Customer Experience Get Journey Manager

Company Description

At Brightspeed, we are reimagining how people live, work, play and connect by providing fast, reliable internet connections and an awesome customer experience in twenty states throughout the Midwest and South.

Backed by funds managed byApollo Global Management,our vision is to accelerate the upgrade of copper to fiber optic technologies, bringing faster and more reliable internet service to many rural markets traditionally underserved by broadband providers, while delivering best-in-class customer experience.

Be a part of the team that will make this vision a reality....designing and building a world class fiber network and creating a customer experience second to none.

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Job Description

We're seeking a strategic and operationally rigorous Customer Experience Get Journey Manager to lead the end-to-end Get / Install experience from order capture and scheduling through technician / self-install, activation, and the first 90 days of service. Your role is critical to delivering a fast, reliable, and transparent onboarding experience that sets clear expectations, ensures right first-time installs, and stabilizes service early in the customer lifecycle.

Reporting directly to the Vice President, Marketing Operations, you will own the roadmap, backlog, and cross-functional delivery across field operations, scheduling, activation, and early-tenure support. Your work will directly impact key business outcomes including lower cancels, higher NPS, reduced repeat contacts, and improved CPGA and cost-to-serve.

As a Customer Experience Get Journey Manager, your duties and responsibilities will include :

Journey Strategy & Roadmap

• Define the Get / Install + 90-day vision and north-star metrics (e.g., OTD / ODD%, RFT, pre-install cancels, early-tenure NPS / churn)
• Build a 12-18-month roadmap with clear hypotheses and success metrics across scheduling, technician dispatch, self-install, activation, and onboarding

Backlog Ownership & Delivery

Customer & Data Insight

Cross-Functional Collaboration

Governance & Impact

Qualifications

WHAT IT TAKES TO CATCH OUR EYE :

CORE COMPETENCIES :

TOOLS YOU WILL USE :

12-MONTH OUTCOME TARGETS EXAMPLE :

CORE KPIs :

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Additional Information

WHY JOIN US?

We aspire to contemporary ways of working.

Recognized as a Top Workplace by the Charlotte Observer, Brightspeed HQ is located on the 7th floor of the new Vantage South End - East Tower in Charlotte, NC.We prioritize hiring talent in the Charlotte area, whenever possible, to make it a truly vibrant destination for our hybrid workforce. At Brightspeed, we have roles that are designated as remote, hybrid, office or field-based, depending on the position, business needs and individual circumstances. We also invest in technology that enables our entire team to stay connected. Why? Because Brightspeed recognizes the value of finding the best talent for the job, wherever they may be.

We offer competitive compensation and comprehensive benefits.

Our benefits and paid time off programs reflect our underlying belief in promoting overall wellness throughphysical, emotional and financial health.Brightspeed offers a comprehensive benefit program, including competitive medical, dental, vision, and life insurance; an employee assistance program; a 401K plan with company match and a host of voluntary benefits.

Inclusion and belonging are at the center of our grounding belief inBeing Real .

When we bring our authentic selves to work, everyone is better as a result. A diverse team helps us befierce advocatesfor moreaccessible,inclusiveand high-quality internet, because webelieve doing so promotesequityin the communities we serve.

Brightspeed is an Equal Opportunity Employer that is committed to inclusion of all qualified individuals, including individuals with a disability / veterans. If you require reasonable accommodation to complete a job application or to otherwise participate in the hiring process, please contact to initiate the accommodations process.

For all applicants, please take a moment to review our Privacy Notices :

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